Healthy Pet Club - Customer Service & Sales Administrator

CVS Group plc is an AIM listed, international integrated veterinary services provider which delivers to clients through three business areas; our veterinary practices, diagnostic laboratories and e-commerce division. Our success is derived from the passion our people have for animals and for making pets a priority, it's what is at the heart of our work, every day.

The Group generates revenue of more than £500m from 500 practices across the UK and Australia, with more than 8,000 employees across vets, nurses, other clinical employees and within our support office. In a growing pet market, we are well positioned for both organic and acquisitive growth, and significant investment projects are in progress to enhance our infrastructure and central support for the Group. 

The Healthy Pet Club is part of CVS Group, and it is designed to give our clients a cost-effective way to provide their pets with the best possible preventative healthcare, whilst saving them money. Over 500,000 pets benefit from a range of regular veterinary-prescribed preventative healthcare services and treatments as part of being a member of the club.

Summary of role:

As a Customer Service & Sales Administrator for Healthy Pet Club you will be responsible for creating and maintaining HPC members' records, resolve members' queries and support practice staff. Whilst minimising cancellation rate and converting enquirers and prospects into HPC members.

Please note: this role is full time however we are open to candidates who wish to work 30 hours over 4 days too. The role is based on site, at our offices in Diss.

Alongside a salary up to £27,000 DOE, we offer benefits including; up to 7 weeks holiday (with our buy/sell holiday scheme) + Bank Holidays, pension matched up to 6%, access to our industry leading sharesave scheme, enhanced maternity/paternity/adoption leave, heavily discounted pet healthcare, continued professional development and a range of flexible benefits such as GymFlex and Cycle to Work to suit your needs.

Key Responsibilities and Tasks:

• To communicate effectively and in a pleasant manner with all clients, and colleagues thereby providing a high standard of service
• Deal directly with customers and practices either by electronically, telephone or mail
• Ensure membership data is entered into the system promptly and accurately
• Update membership data when changes occur
• Resolve membership related queries and complaints promptly from both members and practices
• Conveying the pricing structure of HPC schemes to prospects and members
• Sell HPC membership to enquirers and warm prospects, which may involve outbound calling
• Reduce cancellation rates by clearly stating the benefits and savings of the scheme
• Contact clients who have cancelled without reason to engage in discussion with an aim to reinstate
• Persuade HPC members who have cancelled their membership to reinstate
• Resolve membership related queries when making “win back” calls to cancelled members
• Send all communications relating to members' account (e.g. welcome, failed DD, cancellation, puppy to adult etc). Keeping accurate records of all member interactions including complaints and explanations and transactions
• Support members and practices including integrating new acquisitions
• Perform BACS related tasks on a daily basis
• Take debit and credit card payments over the phone
• Conduct monthly data audit
• On a weekly basis send data to UK Mail (and other suppliers) for printing and distributing member communications
• Prepare and distribute weekly reports
• Ensure that the telephone is answered in a professional and timely manner
• To achieve agreed targets
• Prioritise own workload to meet customer and CVS needs
• To carry out other duties as required by management in a professional manner
• To comply with CVS protocols and procedures

Key Skills Required:

Essential

• Basic level of computer literacy
• Must be persuasive and highly motivated with excellent communications skills with confident telephone voice and professional telephone manners
• Excellent communication skills across written channels
• Excellent listening, rapport and relationship building skills
• Adaptable and able to work off own initiative
• Ability to always portray HPC in a positive light whilst being able to be flexible and creative in dealing with prospects and members
• Ability to persuade, influence and effectively convey the HPC benefits to clients
• Proficient in retaining and re-activating lapsed members
• Ability to build rapport with existing members, prospects and internal clients
• A result driven, focused, energetic, motivated and determined
• Basic Excel skills for reporting
• Working to deadlines
• Knowledge of customer service principles and practices

Desirable

• In-depth understanding and ability to perform all BACS related functions

CVS is committed to being a fully inclusive place to work where all our colleagues are encouraged and supported to be themselves, where difference is celebrated and where everyone feels able to deliver their best. We are also determined to build a workforce that is more representative of our diverse communities and the people we provide our services to.